AccountId: 011433970860
ContactId: 3d2e2969-70cb-4568-8f69-83dc8a484c53
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 584369 ms
Total Talk Time (AGENT): 321930 ms
Total Talk Time (CUSTOMER): 196876 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/3d2e2969-70cb-4568-8f69-83dc8a484c53_20250602T15:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII]. Hold on one second let me.
[CUSTOMER][NEUTRAL] Um, I've got a question. I had coverage with you and I need to know how to file a claim.
[AGENT][NEUTRAL] OK, [PII]. Uh, you did say your first name is [PII]. Is that correct?
[CUSTOMER][POSITIVE] Yes ma'am, yeah.
[AGENT][NEUTRAL] OK, and what was your last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you, and you're wanting to find out how to go about filing a claim, is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am, a doctor's office visit. He did biopsy and I have the um not UB. I got the HA here with me.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] OK, yes ma'am. Well, I can help you with that. So first off, what is a good callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. And then what is your policy number or what the policy number you have with APL?
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] 0263
[CUSTOMER][NEUTRAL] 4698
[AGENT][POSITIVE] OK, thank you, so give me one moment.
[CUSTOMER][NEUTRAL] Oh, that's a dental.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK, so is it are you calling?
[CUSTOMER][NEUTRAL] This is medical too, correct or no?
[AGENT][NEUTRAL] Give me just a moment, Mr. [PII].
[AGENT][NEUTRAL] OK, so first off, I'll need to verify several things with you for security purposes and any information that I do provide for you will be a verification of benefits and not a guarantee of payment. So if you could first please verify your date of birth, Ms. [PII].
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and your home mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number that is on file for you is the same as the one that you provided for me, so that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Oh yeah.
[AGENT][POSITIVE] Thank you. And lastly, your email address?
[CUSTOMER][NEUTRAL] Is my name [PII].
[AGENT][NEUTRAL] OK, thank you. So for the time for this policy that you have with APL, the
[AGENT][NEUTRAL] The claim's mailing address that you would.
[CUSTOMER][NEUTRAL] You're only dental, is that correct?
[AGENT][NEUTRAL] No, you do have a hospital indemnity limited benefit plan with APL also. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] So first of all, um, do you have the claim form?
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] That you will need to send me? OK.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] So I can give you a website where you can and I can give you the steps as to locating this form.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So you would go to our main web.
[CUSTOMER][NEUTRAL] OK, I don't have the laptop in here.
[CUSTOMER][NEUTRAL] Yeah, so I can't look, but what's the website? I'm sorry.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] When that page pulls up, Ms. [PII], you will see at the top where it says claims and forms.
[AGENT][NEUTRAL] And you would just click there, scroll down.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And about middle ways down on that page you're gonna see a box that says filter by product.
[AGENT][NEUTRAL] With a green drop down arrow in it. Yes, ma'am, and it's got a green drop down arrow in it. Just click on the green arrow. It'll give you a list of forms and you're looking for the hospital indemnity.
[CUSTOMER][NEUTRAL] Filter byproduct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So you would just click on that word, or those words, hospital indemnity.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then out to the right on your screen.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You'll see a blue button that says download form.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you would click there and that's gonna open up your claim form.
[AGENT][NEUTRAL] And the top section does have instructions for you for completing that form.
[AGENT][NEUTRAL] And then do you have your ID card for your medical? It does have the claims PO box on there. OK, I can give that to you then because it's gonna be different your type of policy than what is on that claim form.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK, go ahead.
[AGENT][NEUTRAL] The claims will be mailed to IMA.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], and that's [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The zip code is [PII].
[CUSTOMER][NEUTRAL] IMA [PII].
[AGENT][NEUTRAL] And
[AGENT][POSITIVE] Yes, ma'am, that is correct.
[CUSTOMER][NEUTRAL] Hold on one second, let me see if I can pull it up on my phone because I can send this to the printer from my phone too.
[AGENT][NEUTRAL] OK. Sure.
[CUSTOMER][NEUTRAL] [PII], is that correct?
[AGENT][NEUTRAL] Uh-huh, [PII]. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, and then it comes up American Public Life.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Is that correct?
[AGENT][NEUTRAL] Mhm. And you should see a link at the top says claims and forms.
[CUSTOMER][NEUTRAL] OK, so it's.
[CUSTOMER][NEUTRAL] OK, so where it took me, it does not have that. One second.
[CUSTOMER][NEUTRAL] find some forms.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then I'm looking for hospitality. Come on, let's find some. Yeah, well, OK, so mail paper form download and complete appropriate claim form. Let's click on that filter by product hospital indemnity filter form type.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] What am I putting for the form type?
[AGENT][NEUTRAL] Uh, no, you don't need to, nothing. You're gonna select filter by product and the hospital indemnity.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so it's 3 pages and it looks like I fill out something on 2 of them. Is that correct?
[AGENT][NEUTRAL] Correct, and make sure to sign, yes ma'am, and there should be a place for you to sign. Mhm. And then you can send that along with your other required documents to that IMA address. And Ms. [PII], if you've never set up your profile in our portal called the online service center, um, you can also get to that website from our main web page up there at the top just to the right of claims and forms it says sign in.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do, do I need to do that because I no longer have insurance with you guys.
[AGENT][NEUTRAL] Oh, then, no, ma'am, you would not. Oh, OK. So, no, ma'am, you would not need to do that then.
[CUSTOMER][NEUTRAL] But yesterday was my last day.
[CUSTOMER][NEUTRAL] Yeah, but I get insurance one week and the job ends. I'm like, are you serious?
[AGENT][POSITIVE] Oh my goodness. I'm sorry.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Yeah, it was one of those things I said well goodness gracious, you know.
[AGENT][NEUTRAL] one door closes, another one opens, but
[CUSTOMER][NEUTRAL] OK, so I'm not.
[AGENT][NEUTRAL] Try to stay positive about it.
[CUSTOMER][NEUTRAL] Yes, yeah.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes ma'am, got to.
[CUSTOMER][NEUTRAL] All right. Um,
[CUSTOMER][NEUTRAL] And processing takes how long? No, OK, so does it matter that the doctor is not in network?
[AGENT][NEUTRAL] Approx
[AGENT][NEUTRAL] Now with APL as far as your, if you have any questions on the network portion, Multiplan is the network provider company that is separate from APL.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] So the claim will go to IMA first and then it will come here to APL.
[AGENT][NEUTRAL] So I won't be able to answer that for you. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, as soon as my printer comes on, I'm gonna print this off and try to get this off in the mail today to you guys.
[AGENT][NEUTRAL] OK. Well, is there anything else? You're welcome, Ms. [PII]. Can I help you with anything else today?
[CUSTOMER][POSITIVE] All right, I appreciate your help.
[CUSTOMER][POSITIVE] No, that looks like that will do it. Thank you so much.
[AGENT][POSITIVE] Well, you're very welcome and thank you again for calling APL. I hope you have a very nice day.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Yes, ma'am. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Uh, Ms. [PII], are you still there?
[CUSTOMER][NEUTRAL] I am. I'm trying to send something to my printer so I didn't wanna get off the screen.
[AGENT][NEUTRAL] Let me give you, uh, no, that's OK. Let me give you your policy number so that you can reference that. Since you had your dental ID card, I'm gonna give you, yeah, you can just jot this down.
[CUSTOMER][NEUTRAL] OK, give me
[CUSTOMER][NEUTRAL] One second, I'm get out of where I'm at and go back to where the pen and paper is. OK, that's printing now. Yeah, I didn't wanna get off that screen because I was like, nope, I might not be able to get back on that screen. OK, what's the ID number?
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, it's 02634696 and that is your APO policy number for this hospital indemnity plan.
[CUSTOMER][NEUTRAL] 02634696
[AGENT][POSITIVE] Yes, ma'am, that's correct.
[CUSTOMER][NEUTRAL] And I'm sorry, tell me your name again?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Awesome [PII] thank you so much you have a great day.
[AGENT][POSITIVE] I hope you have a great day too, and thank you again for calling APL Ms. [PII].
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Mm, bye bye.